MEMBERSHIPS

I have paid in advance for my membership, can I get my money back? Will my membership be extended?

Your advance paid membership expiry date will be extended in line with the length of the Club closure. All membership cancellations are subject to our standard T&C’s.

My membership was frozen for free - what will happen when the Club reopens?

Once we have been informed of an official reopening date for your Club, your membership will become active again as of that date. Any fees paid for the period of Club closure will not be refunded.  However, we will reduce your next Direct Debit payment by this amount. If you have paid in advance for your membership we will add the days of the closure period back onto your membership so you effectively don't lose any days.

Will the freeze I placed on my membership prior to closure continue as normal?

Yes, all freezes which were requested prior to the closure will continue as requested unless you wish to reactive your membership earlier in order to claim the £200 Reward and Free One Night Stay offer.

What if I am not happy to return at the moment, can I freeze my membership?

You may place a freeze on your membership for a further period for a one-off admin fee of £10 should you wish to continue to have your membership on hold. This freeze must be requested by the 20th of the month to take effect for the following month. Medical related freezes and student & young person memberships freezes remain free of charge, as per our normal terms and conditions. Freeze requests can be made via emailing memberservices@village-hotels.com

I paid for swimming lessons in advance, do I get a refund or extension when the club reopens?

Please contact your Swim Lesson provider directly for all information regarding your Swimming Lessons

I have paid for all of March but you are not open, do I get a refund?

The pro rata fees for the 11 days of closure will be added back to your membership account, resulting in a small credit that will be applied to your next direct debit collection. If you have paid in advance and in full for your membership, your end date will be extended by the period of closure.

I have Village Vouchers and Guest Passes that expire at the end of the month?

Your voucher and pass expiry dates can be extended in line with the length of the Club closure.

I have paid for a 10 Days for £10 Pass, do I get a refund or extension?

We will be in touch once we re-open to restart your 10 days.

I have an outstanding membership payment after I received either an SMS, email or letter this month, what happens to this?

During the period of closure we will not be expecting any debt payments to be made. We will address this when we reopen.

I’ve just joined my children on junior memberships, what happens to payments?

Junior memberships will be frozen in line with your adult membership. They will restart when your membership restarts when we re-open.

I’ve tried to cancel my membership but could not get through to member services or the Club, what do I do now?

Please email us at memberservices@village-hotels.com. Your subscription will be stopped in line with the terms and conditions of your agreement.

I’ve lost my job or had to close my own business and cannot afford to carry on with my membership, can I cancel with no further payment?

All subscriptions will be suspended for the period of closure and no fees will be due for this period of closure. Once we re-open, if you need a further extension to this whilst you get back on your feet, please email memberservices@village-hotels.com to arrange.

I paid a fixed price for Black Card until the end of the year. Will that be extended?

Yes, the black card add-on end date will be extended by the period of temporary closure.

I joined on 6 months fees at 50% with first DD Oct-20. Will my first DD be later now?

Your membership is suspended for the period of temporary Club closure and will restart when we open again. As such your first DD payment will be extended by the period of closure so you don’t start paying monthly fees until the relevant date.

My subscription is already ending on 31 Mar-20. Do I get a refund?

You can still use the 11 days you have remaining from March, from the date the Club reopens. 

REOPENING

How will I be notified when the Club re-opens?

We will be informing all members in advance of the Club reopening. Most members will receive notification by email, and for those members that we don’t hold a valid email address for, we will be sending you an SMS. We suggest all members follow us on Facebook as we will also post this information there, along with support and advice during this difficult time.

We will need your email address to set you up with an online account. This will enable you to manage your membership and make bookings online. If you wish to update your email address with us, please email memberservices@village-hotels.com with the following information:

Name
Which club you are a member of
Email address
Date of birth

Are the Hotel facilities still open, like the Pub and Grill, Starbucks, Village Spa - and can I book a room?

Our Village Hotels in England reopen on the 4th July. We are awaiting permission to reopen our hotels in Scotland and Wales. For more information or to book your stay, please visit Village Hotels website.

Why aren't you reducing membership fees if the squash courts, steam room, sauna and whirlpool are closed?

As you can appreciate, the leisure and hospitality sector has been going through a particularly difficult time, with hundreds of Village staff furloughed or made redundant.

Despite this, over the past few months, we have invested heavily in COVID-19 safety measures, cutting-edge technology and will be operating with additional cleaning to keep you safe when you return to our Clubs. Plus, our fitness teams have worked hard to create free online workouts for all members to enjoy during our period of closure. We place a very high priority on keeping our our loyal members happy, but regret that we are not in a position to offer discounts or refunds for facilities that we are unable to open as a result of Government and Industry Governing Bodies' directives.

Instead, we are adding value to your membership with a Free One Night Stay + £200 Reward for all qualifying members when we reopen our Clubs, plus there's an extra £300 Reward for those members ready to re-commit to their contract. The value of these additions is far higher than the savings that would be made from a discount for unused facilities.

We will continue to improve our Clubs and will be putting your constructive feedback into practice.

Will there be limits to the number of people attending the Club at any one point, will I need to book in?

We will have control measures in place to comply with UK Government guidance to ensure that social distancing measures are met within the Club at all times. For more details please refer to villagegym.co.uk/staysafe/ where we will keep you up-to-date as guidance is published.

How will existing members use the Club if new members are joining?

In order to continue to operate our fitness and wellness Clubs as a viable business we will need to retain our existing members and attract new members. We have made two very generous offers to our members to encourage them to keep up their healthy lifestyle and remain loyal to Village Gym. We are also taking all reasonable measures to ensure that members can access the Club and their favourite classes, in a safe manner - these include running additional classes, using larger Hotel spaces where we can for our most popular classes, asking hotel guests to come gym/swim ready (and to avoid using changing rooms), suspending third party gym pass access, etc.

Can children use the pool?

Yes, during junior swim times as normal. Swim times are advertised on local Club pages.

Here are the standard terms that apply to children for your reference:

Each adult member can apply for a maximum of three Junior memberships, for children up to the age of 18 years.

At the age of 16 years, Junior members may choose to pay for an adult membership and use all the facilities (subject to the terms and conditions of membership, the terms and conditions of use and the completion of a General Health Questionnaire prior to using the gym and/or classes), or they can continue as a Junior member until they reach the age of 18 years (on the basis that they are supervised and can only use the swimming pool and attend junior activities).

Children must be supervised at all times as follows:

(i) All children aged 15 and under must be supervised by a parent or guardian, aged 18 or over.

(ii) There must be at least one parent or guardian for every child under the age of 5 years.

(iii) There must be at least one parent or guardian for every two children between the ages of 5 and 8 years.

No child under the age of 16 years is allowed in the pool area unattended.

Children, including Junior members, must be accompanied and supervised at all times by a parent or guardian, unless attending supervised junior activities. Children remain the responsibility of their parent or guardian at all times while on Village premises and their parent or guardian agrees to ensure that each child adheres to the applicable terms, conditions, rules and regulations. Children may not use the fitness and aerobics studio (except during designated, supervised sessions), whirlpool spa, steam room or sauna.

Children over the age of 8 years should use own sex changing rooms.

How will swimming work? Will we have to book time slots?

We will have control measures in place to comply with UK Government guidance to ensure that social distancing measures are met within the Club at all times. For more details please refer to our Safety Guidelines where we will keep you up-to-date as guidance is published.

Can I still use my Myzone belt outside of the Club?

Yes, you can use your Myzone belt to track your in-gym and outdoor workouts.  More information on Myzone here. Buy yours online for a reduced price here. 

I’m part-way through my SMART START card, what happens to the outstanding visits?

SMART START has been suspended according to COVID-19 guidance. Don't worry you can still book in for your fitness orientation and the regular health and wellbeing checks.

PERSONAL TRAINING

I have several Personal Training sessions left, can I get a refund? Can I extend the expiry date?

The expiry date of your PT sessions will be extended to 31 Dec-20, giving you the opportunity to use each remaining session. Please discuss this with your personal trainer when the Club reopens.

I have purchased PT sessions with an external PT, will these be refunded or sessions extended?

Please contact your trainer directly to discuss sessions purchased via external PTs.